酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-D120 Aiport Transfer (v)接送機(jī)和租用車(chē)服務(wù)

1、國(guó)際酒店前廳預(yù)訂管理手冊(cè)International Hotel Front Office reservation management manual酒店管理之家國(guó)際酒店預(yù)訂操作程序手冊(cè)O(shè)perating procedures manual for international hotel reservationStandard & Procedure國(guó)際酒店管理程序標(biāo)準(zhǔn)操作程序手冊(cè)SOPPosition: Reservations Sales Agent職位：預(yù)訂部銷(xiāo)售文員Department:Front Office/ Reservation 部門(mén)：前廳部/預(yù)訂部部門(mén)經(jīng)理：GM Approva

2、l: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Airport Transfer/Limousine BookingCode: RM-RES-D120任務(wù)：接送機(jī)和租用車(chē)服務(wù)序號(hào)： RM-RES-D120Standard:Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons.Information regarding guest flight arrival/departure ti

3、me will be recorded accurately, trace message set up (6-option) to the Concierge department, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest. Guests will be accurately advised of the prices and opti

4、ons available for airport transfers and limousine service.S.G.S.S. will be exercised at all times.標(biāo)準(zhǔn)：預(yù)訂部文員應(yīng)將酒店的交通安排作為酒店的一項(xiàng)服務(wù)提供給客人及?？?關(guān)于抵離航班日期/時(shí)間應(yīng)準(zhǔn)確記錄，并在電腦6-Options 中給行李部留跟蹤報(bào)表，任何關(guān)于交通安排的當(dāng)天的預(yù)訂，更改和特殊要求要在結(jié)束與客人的電話后立即通知行李部。應(yīng)準(zhǔn)確的通知客人價(jià)格和可選擇的方法。S.G.S.S 應(yīng)在整個(gè)過(guò)程中隨時(shí)應(yīng)用。Procedures:When a caller requests information

5、regarding airport transfers, advise prices for different vehicle types. Obtain necessary information from caller including:Detail of caller (full name, room no., daytime contact telephone, etc.)Number of passengersEstimated amount/pieces of luggageType of transport required, if applicableWhen caller

6、 accepts the price, obtainName of Airline CompanyFlight number Arrival time When guest requires special type of vehicle that the hotel only has one or limited supply, Reservation sales agent should double check with concierge first before confirming with the guest.After a guest commits the transport

7、ation requirement, Reservation sales agent should ask for a fax on letterhead of this company from guest to guarantee this booking. Advise the guest if he/she needs to cancel the transportation requirement, he/she should inform us 24 hours in advance, otherwise late cancellation or no-show charge wi

8、ll be applied. For airport pick up, enter flight details and arrival time in Opera. For departures pick up, enter departure time and destination. Set up trace message (6-options, Trace) to the concierge department advising full details of transfer required.Advise the guest to notify hotel of any cha

9、nges to flight details or time of transfer.Notify concierge by telephone, if airport pick-up is required on same day, and advise all details. Then set up trace to concierge.If a caller wishes to book a limousine, obtain the required time and details of the booking, e.g. sightseeing, destination, who

10、le day booking or booking by the hour.Contact concierge and obtain price with details. Contact guest to confirm price and details. Once guest accepts the price, record all information of the reservation in Opera in 6-options trace field for concierge. If there is a cancellation or amendment for same

11、 day inform the concierge immediately and change or cancel the booking in trace comment accordingly.In case of no-show, front office will inform the reservation department with all detail information and reason. Reservation Sales Agent will inform the Reservations Manager who will process the applic

12、able no show charge. If no-show is from a Top 20 account of the hotel, the Reservation Sales Agent will also inform the respective Sales associate for following up. 程序：1.當(dāng)客人詢問(wèn)有關(guān)接機(jī)的事宜時(shí)，要通知客人不同車(chē)型的價(jià)格，并獲得以下相關(guān)的信息：a.客人的詳細(xì)資料(全名，房號(hào)，白天聯(lián)系電話等等)b.客人數(shù)量c.估計(jì)的行李數(shù)量d.所需交通安排的類(lèi)型e.當(dāng)客人同意我們所報(bào)的價(jià)格時(shí)，要獲得如下信息：航空公司的名字航班號(hào)抵達(dá)時(shí)間2.當(dāng)

13、客人所訂的車(chē)型是我酒店很少的類(lèi)型時(shí)，我們?cè)谟诳腿舜_認(rèn)之前應(yīng)先與行李部確認(rèn)。3.當(dāng)客人確認(rèn)他們確實(shí)需要接機(jī)安排時(shí)，要禮貌的請(qǐng)客人發(fā)給我們一份帶有其公司抬頭的傳真來(lái)?yè)?dān)保其接機(jī)。4.通知客人如果需要取消交通預(yù)訂，請(qǐng)?jiān)?4小時(shí)之前通知酒店，否則我們會(huì)收取相應(yīng)的預(yù)訂未到費(fèi)用。5.將所有關(guān)于交通安排的詳細(xì)要求輸入電腦。6.將詳細(xì)的信息輸入到Opera電腦中的接送機(jī)安排的屏幕中，并在6-Option中給行李部留跟蹤報(bào)表。7.通知客人如有航班變化，請(qǐng)隨時(shí)通知酒店。8.如果接機(jī)要求，更改及取消是當(dāng)天的，要立即電話通知行李部并留跟蹤報(bào)表。9.如客人需租用車(chē)輛，要獲得具體的信息如：目的地，整天租用還是按小時(shí)租用。10.從行李部得到相應(yīng)的價(jià)格及細(xì)節(jié)，報(bào)給客人并與其確認(rèn)。11.在6-Option